Technical Support And Maintenance Policies

Each version of Excelsior JET goes through three lifecycle stages:

Current Offering
Begins on the date of the first commercial shipment of the given version, and lasts until the next version becomes the Current Offering. Only the Current Offering is, well, offered for evaluation and purchase.
End of Sales
Entered when a newer version becomes generally available. All versions that are in the End of Sales stage are fully supported, but are unavailable for purchase and may not get public updates anymore until very late in this stage.
End of Life
Two years after the first commercial shipment*, a version goes into the End of Life stage. Versions that are past their End of Life date are not supported, but public updates remain available for download indefinitely.

* You can find the shipment dates for all Excelsior JET versions in the changelog.

Exception

If we have released a newer version during your 90-days evaluation period and you do not want to switch over immediately, let us know at the time of purchase, and we will provide you with a copy of the version that you've evaluated.

Java Version Updates

Previous versions of Excelsior JET included commercially licensed code of the Oracle's implementation of the Java SE standard library. Their update schedules were therefore synced with the Oracle Java update schedule.

Oracle Java Updates

Once in a calendar quarter, Oracle simultaneously issues a so called Critical Patch Update (CPU) and Patch Set Update (PSU) for the currently supported versions of Java. A CPU contains fixes to fresh security vulnerabilities and critical bug fixes. A PSU contains all of the fixes in the corresponding CPU, as well as additional non-critical fixes. Oracle strongly recommends that all Java SE users upgrade to the latest CPU releases as they are made available.

Refer to Java CPU and PSU Releases Explained for more information.

There are also Limited Updates, which may include new functionality and/or performance improvements. (In the current Java version numbering scheme, Limited Updates have numbers that are multiples of 20 — Java SE 8 Update 20, Java SE 8 Update 40, and so on. But starting with Java 9, the version numbering scheme will be totally different (again).)

However, from version 15.3 onwards Excelsior JET includes the OpenJDK implementation of the Java SE API, as a direct consequence of the change to the Oracle Java business model. Oracle is expected to commit the changes it releases as public updates into OpenJDK, but there is no guarantee that the community will maintain any particular version of OpenJDK.

Public Excelsior JET Updates

A Maintenance Pack is a cumulative update that contains bug fixes and minor improvements, and may also include support for a recent Oracle's Java Technology update. Maintenance Packs are available at no additional cost to all users of the respective Excelsior JET versions at all times.

Free Support Services

Access to online self-help tools: tutorials, Knowledge Base, discussion forums, is free. We also gladly accept defect reports from all users. Finally, owners of valid product licenses may always download all public updates for the version(s) they had purchased.

This is the only option for the Standard Edition, which was set free in the end of August 2016. Additional support services for the Professional and Enterprise Editions require purchase of an annual Support Contract.

Support Contracts

Commercial Excelsior JET licenses come with a bundled Support Contract, entitling you to receive technical support and product upgrades for one year. Upon Support Contract expiration, you will only have access to the free services.

Basic Support

Excelsior JET Basic Support offers the following benefits:

  • unlimited email support
  • defect report registration
  • access to Maintenance Packs (cumulative updates including all previously issued hotfixes) and add-ons
  • access to new product versions
  • one named customer contact per support certificate

Standard Support

Excelsior JET Standard Support offers all benefits of Basic Support plus the following:

  • access to all software patches (hotfixes)
  • guaranteed response time: 1 business day

Premium Support

Excelsior JET Premium Support is a comprehensive support option that includes all benefits of Standard Support and offers the following additional privileges:

  • highest priority of support service
  • remote debugging of issues that may not be reproduced in our labs
  • escalation of severe issues to a Senior Staff Engineer or CTO
  • additional customer contact
Custom levels of fee-based support are available upon request.

End of Life

A Support Contract for a particular version of Excelsior JET is only valid until that version enters the End Of Life stage, which happens two years after the initial ship date. To continue receiving services under your Support Contract, you have to switch to a more recent product version.

If you elect to continue using a version of Excelsior JET after its End Of Life, you may still receive some support services on a consultancy basis, at our sole discretion.

Non-Disclosure Agreements

If you encounter a defect in Excelsior JET, our engineers may ask you to provide the bytecode of an application exhibiting the problem, so that they could reproduce it in our lab. A respective non-disclosure agreement(s) may be signed upon your request.

A renewed Support Contract commences from the expiration of the previous support period, regardless of when the renewal was purchased. If you miss the renewal date by more than one year, you have to pay for the upgrade to the latest version.

Support Contract
Service options None Basic Standard Premium
Access to self-help tools
Access to Maintenance Packs
Access to new product versions
Access to hotfixes
Defect report registration
Answers to technical questions
Guaranteed response time
Priority service
Remote debugging
Escalation up to the CTO level
Number of customer contacts - 1 1 2